Client Experience - Team Leader

Full job description
About Grace Group
Grace is Australia’s leading services company with over 100 years of experience in relocation, removals, and information management. We’re committed to excellence, passionate about our people, and proud to offer a supportive, inclusive environment with ongoing training, development, and internal growth opportunities.

Job Summary
We are seeking a dynamic and motivated Client Experience Team Leader to join our Melbourne team. This role is essential in mentoring and supporting our client relationship team to deliver exceptional customer service. With a focus on leadership, strategy, and customer satisfaction, you will inspire your team to exceed expectations, strengthen client relationships, and uphold our company's reputation for excellence.

Key Responsibilities
Lead, support, and mentor a team of Client Relationship Officers to achieve excellence in customer care.
Act as the escalation point for resolving customer queries and complaints promptly and effectively.
Drive exceptional client outcomes through tailored solutions and superior service delivery, positively impacting Net Promoter Scores (NPS).
Develop and refine customer service policies and procedures, ensuring alignment with company values and customer expectations.
Oversee and manage client onboarding processes, account management activities, and customer verifications.
Monitor and distribute team workloads to maintain efficiency and meet operational targets.
Analyse customer feedback to identify trends and implement service improvements.
Support and deploy business development and marketing initiatives.
Cultivate a collaborative and high-performing team culture through inspiration, guidance, and recognition of individual and team achievements.
Qualifications and Skills
Proven experience in a leadership role, with a strong background in client relationship management and customer service.
Exceptional communication and interpersonal skills, with the ability to inspire and motivate a team.
An aptitude for problem-solving and critical thinking, with a client-centric approach to service delivery.
Adept at time management and handling the demands of a dynamic, fast-paced environment.
Proficiency in Salesforce or similar CRM tools is advantageous.
A thorough understanding of customer service principles and best practices.
Commitment to teamwork, integrity, and a professional corporate image.
What We Offer
A fantastic employee reward and recognition program, as well as market-leading/generous employee benefits, including:
free Perkbox Rewards and Discounts membership,
Company-paid personal development
Access to our confidential EAP and wellness program
Discounted gym membership
Novated lease salary sacrifice, and much more!
A supportive and collaborative team environment.
Enjoy the flexibility of working from home and on-site, or take advantage of incentives for working on-site only.
Advance your career through dedicated mentoring and comprehensive learning and development programs.
Joining a company known for its dedication to excellence and fostering client satisfaction.